Bio

Annette Franz, CCXP has 30 years of experience (both client side and vendor side) (a) helping companies understand their employees and customers, (b) identifying what drives retention, satisfaction, engagement, and the overall experience, and (c) designing employee and customer experience strategies to deliver a better experience for all constituents. Are you looking for a keynote speaker, a coach, a consultant, a journey mapping workshop/process facilitator, an influencer, or a thought leader who loves to speak, write, and teach others about customer experience, employee experience, and culture? You've come to the right place! (Find Annette's eSpeakers profile here: https://www.espeakers.com/marketplace/profile/30696?btsc=1.) Annette wrote the book on customer understanding! It's available on Amazon in both paperback and Kindle formats: Customer Understanding: Three Ways to Put the ''Customer'' in Customer Experience (and at the Heart of Your Business). In it you’ll learn the three ways to achieve customer understanding, including an in-depth guide to her six-step journey mapping process. Her second book, Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business (Advantage|ForbesBooks), is available on Amazon, Barnes & Noble, BAM!, Target, and hundreds of other outlets. It was written for company executives and leaders (including Board members – yes, culture must be important to your Board!), but it’s also for others who want to help executives and leaders understand what being customer-centric means, why it’s important, and how to build the business case for building a winning organization where the customer is at the heart of all you do. Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized as a top thought leader in Customer Experience. She serves as an Advisory Board Member for CX@UCI, mentors other professionals in this field to help them advance their careers, and is an international speaker and an avid writer; you can find her thought leadership on her own blog and in Forbes, Business2Community, CustomerThink, CMSWire, TechTarget, Quality Digest, APICS Magazine, and more. She is a Certified Customer Experience Professional (CCXP). She is also an official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches. Members are selected based on their depth and diversity of experience.